The Contactis Services Desk system guarantees reliable and fast tools for fault reporting and ensures permanent access to the repair status and reports. Due to the automation of the system monitoring and the implementation of solutions providing early warnings of potential problems, serious failures are prevented before they even occur. CSD ensures round-the-clock readiness to undertake maintenance works irrespective of any adverse factors such as power failure or equipment failure.
Automatic model of cooperation with the Customer!
- Servicing process – in the new automatic model of cooperation, this will cover the entire scope of operations and activities related to securing and maintaining the ICT infrastructure serviced at the Customer’s end;
- Monitoring of the operation of systems in real time – this will be conducted automatically, through the communication of the Contactis Service Desk (CSD) system with telecommunications systems installed at the Customer’s end;
- Problem identification – this will be conducted automatically, through the communication of the system at the Customer’s end with the CSD system;
- Problem notification – this will be conducted automatically, through the Customer’s system to the Service Centre system in the event of the detection of an emergency situation;
- Acceptance of notification of a fault by the Customer’s personnel – this will be conducted automatically, through the integration of the Customer’s service system or through an internet platform provided in the system for on-line communication with the Customer’s personnel;
- Notification qualification, queuing, priority assignment, assignment of tasks to responsible employees on both sides of cooperation.
- Fault removal – this will be conducted remotely and automatically, where the system is capable of removing the fault without the intervention of personnel – with communication of the CSD system with applications/equipment at the Customers end;
- Registration and work statistics of the Pirios Service Centre, including response time registration and the removal of faults in order to verify that the SLA parameters are met.
The use of the servicing process defined in this way automates and streamlines the responsibilities exercised by the service department employees.
Contactis Service Desk
This is B2B software consisting of many modules cooperating with each other, its function is the optimisation of those processes related to the maintenance services.
Central system for notification registration
This is the main system, whose function is to accept failure notifications coming from various sources, save them in a database and manage them in a manner that ensures maximum effectiveness in performing the service agreements, particularly with regards to meeting repair deadlines. The central system will be provided with a programming interface (API) due to which it will be possible to connect different, further described sources of notifications and to integrate it with external systems installed at the Customer’s end.
This is a tool designed for the Customer and is provided in the form of a website application. This means that Customers can report faults and failures in a simple way. The software requires that the user provides all the information which is necessary to commence service work. Furthermore the application ensures an insight into previously reported issues and into the progress regarding their resolution.
This is the website panel designed for the Pirios engineers. While using it, the employees may view and manage the service tasks, attach notes and documents to them, modify the state of the order (accepted for processing, to be clarified, completed, etc.), assign tasks to specific persons or put new notifications accepted by telephone or via e-mail into the system. The service panel is the central place where it will be possible to view the service history of each Customer or specific application installed at their end.
Knowledge base module
The knowledge base garners all information about problems which occur frequently and the methods of handling them. Due to this, the time for the removal of a fault has been shortened significantly – the persons providing the first line of support can solve some of the problems based on knowledge collected previously.
This is the application which enables the management of the entire system: among other things, access accounts for employees and Customers, Customer base including systems installed at their end, etc. Also, here, it is possible to configure other system parameters concerning, e.g. integration with external sources of notifications or systems.
This is the programme which detects any wrong operation of the system and tries to repair possible faults without the participation of personnel, in order to prevent a more serious failure. The function of the Watchdog application, which is installed straight away on the production servers operating at the Customer’s site, is to monitor and control the operation of the respective modules of the system covered by the service. This takes place through the verification of the existence and state of the relevant processes and services, as well as by checking the level of use of the resource processes by the system. During regular operation, the Watchdog application controls each of the configured processes, and in the case of the detection of any irregularities in operation, it proceeds with an attempt at restarting the process or service. The Watchdog application can also monitor whether the connections between servers are in good order. The existence of each incident is automatically registered in the central system including all the necessary information which can facilitate system identification.
Apps Log Sender Module
This is a module, installed on the server together with the main application, whose function is to analyse the logs created by the respective applications and the operating system itself, on a continuous basis. In the case of the detection of any entries in the log which prove the occurrence of a more serious problem, the module will try to report the relevant event to the central system immediately, including the information as to which server and in which application the error has occurred.
DBLog Downloader module
The function of the module is to save the time of service technicians devoted to the mechanical operations related to the collection of the material necessary to diagnose a fault. The notifications concerning the improper operation of an application usually necessitate the downloading of an up-to-date database from the server in order to recreate the circumstances of the occurrence of the error in a test environment.
This is the module which enables the presentation of information on critical alarms and service assignments that require closure in the near future, presented on the monitors. The main function of this module is to clearly signal any events that require diligent measures to be taken.
Automatic service work reporting system
The reports typically contain a list of the maintenance services with the appropriate consecutive information. It is assumed that the system will generate complete reports automatically and send them to the e-mail addresses of the Partners configured beforehand in the system. Additionally, the Partners will be able to download reports at any time for any period in the notification panel.
Automatic notice system
This is a tool designed for sending automatic text messages and e-mails to the service employees.
Integration with the electronic mail system
This is the integration with the electronic mail – a notification can be accepted on the basis of an e-mail sent to the general notification address made available to the Customers. The incoming message should automatically cause the addition of the notification within the central system and the generation of an auto-response for the reporting person, which contains the notification registration number.
Integration with service systems
This is the possibility of integration of the service system installed at the Customer’s end with the CSD system, which supports the service works on the Pirios website. The integration covers the bidirectional exchange of data between systems.